with the recent string of botched content and bugs, I thought it appropriate to point out something that has been missing in the communication from the devs, which is generally considered a critical component of adequately addressing clients' concerns in a service industry.
when something goes wrong, be it big or small, and my client is upset, 2 things are expected of me:
1. for me to acknowledge the failure(s), identify why it happened, and the extent of the impact of the failure; this could be monetary, time (which also translates to money), resources, etc.
2. for me to formulate a plan forward that states my intended changes in procedure to ensure my client that a similar problem will not occur again.
what we have received from @Eej
, is a great amount of heart-felt and blunt acceptance of errors made in decision. however, we have not received much in ways of the other critical component, letting us know what changes are going to be made to ensure that the same problem does not keep reoccuring.
case in point. we've had the problem of changing the rules of pvp late in a season before, and there was a huge outcry over it. yet here we are again, with the exact same problem.
saying you're sorry is well and good, and appreciated, but what would be infinitely more meaningful, is if you guys told us how you're going to ensure that it doesn't happen again.